Customer Service Representative I

BASIC FUNCTION

To act as a primary customer contact for service using different mediums . Service related functions are generally defined as all customer functions that my be required for a Robern product before and after it has been delivered to the buyer.

Responsible for satisfying customer requirements from initial inquiry to customers overall delight. Be the voice of the customer and provide customer insights on a regular basis.

You are empowered to make decisions to delight our customers that will have an impact to the Robern business. With that empowerment it is expected to be a good steward of our company resources by providing accurate and ethical data entry information into the SAP, Salesforce, and CRM systems.

SPECIFIC RESPONSIBILITIES

• Provide information for all potential customers as it relates to (but not inclusive) the list below:
  • Where to buy Robern product
  • Information on product
  • Availability
  • Literature
  • Design & Plumbing Layout

• Support all authorized Robern Showrooms in timely and accurate order entry, order confirmations with estimated shipping dates and review of EDI orders.

• When requested provide order status updates, shipping information and tracking of a shipment.

• Assist in resolving freight damage claims in a timely manner for all Premier Robern Showrooms.

• Act as a first line of technical support by being able to trouble shoot installation issues, determine what parts are needed for the product to operate and process all warranty claims. Coordinate ASR's through the Robern Service Representative if deemed necessary.

• Authorize return goods using the approved Robern RGA procedure. Determine if a product is to be returned to the Robern warehouse or field destroyed with proper management approval. Ensure that the proper re-stocking fees are charged back to the customer.

• Responsible for account information across US regions (some Canada, PR and Mexico) on daily operational issues, i.e. Order status, tracking, RGA's, etc.

• Be held accountable for annual business and competency objectives agreed upon with the customer service team through the Maximizing Performance review. Track and measure objectives.

RELATIONSHIPS AND CONTACTS

Supervisory Relationships:

• Reports to Supervisor of Customer Service.
• Organization Relationships:
• Frequent contact with Sales personnel regarding customer issues, product defect issues, and returned goods procedures.

• Frequent contact with the Supply Chain team to review product availability and shipping information.

• Frequent contact with internal departments to review sales promotions, literature, new product information and specific showroom accounts.

External Business Relationships:

• Daily customer interactions via phone, email, click to chat.

EDUCATION AND EXPERIENCE REQUIREMENTS

• 1-3 years of successful experience in a customer facing role handling phone calls, emails and chats.
• Preferred experience with Salesforce and Avaya and multi-tasking in a fast paced environment.
• Excellent attention to detail, productivity and enhancing the customer experience.
• Excelllent written and verbal communication.
• Ability to work between the hours of 8am-5pm EST or 8am-5:30pm CST M-F.
• Remote work available 4 days/week with 1 day requirement in office-subject to change depending on business needs.